Automotive customer service becomes a relationship-based consumer experience

摘要

Progress is as robust at automotive dealerships as it is anywhere else. Today, customers can use their online tools to shop, check inventory, and even build the cars they want. Salespeople give out their cell numbers and social media contacts. The service department's stale coffee and rabbit-ear TV have given way to plush, wired customer lounges. But always, at the center, there's the old business model of buying a car.